Functional Training Specialist II

hace 2 días

Guadalajara, Jalisco, México The Nielsen Company A tiempo completo
Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it's consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description

This position is responsible for the on-shift performance management of Call Center Agents as well as monitoring the flow of samples through the dialer service. In this role, you will be accountable for ensuring consistent productivity and desired levels of performance within a shift.

Responsibilities:

  • Manage shift performance by monitoring individual and overall call center metrics and providing on-shift coaching and motivation (via chat/calls) to agents and teams.
  • Handle real-time staffing adjustments, moving agents in and out of tasks based on individual performance, throughput, and demand.
  • Collaborate with Production associates to monitor and ensure the efficient flow and priority of calling sample.
  • Develop, deliver, and use pre-shift, on-shift, and post-shift reports on performance statistics, including creating seating charts to track individual agent performance.
  • Assist with queueing out sample before each shift and determining calling priority.
  • Collaborate with staff and cross-functional departments to achieve daily and project-based production goals.
  • Generate and distribute End-of-Day (EOD) performance reports for active calling accounts.
  • Perform core CATI tasks such as setting up callbacks, correcting data errors, and verifying sample accuracy.
  • Provide strategic recommendations to Operations Leaders for improving on-shift performance and efficiency.
Qualifications
  • Fluent in the English and Spanish Language 
  • Bachelor's degree or equivalent experience; relevant certifications or advanced coursework preferred.
  • Experience utilizing an automated dialer service or working in a dialer environment
  • +2 years prior call center or customer service experience (Preferred)
  • Excellent communication skills (Verbal & Written)
  • Strong Interpersonal Skills
  • Effective coaching skills
  • Organizational and time management skills
  • Proficient in Google, Windows & Microsoft Office, specifically in Excel and Google Sheets

What you can expect:

  • Workplace Computer Equipment
  • IMSS (Mexican Social Security Institute)
  • 30 days of Christmas bonus (Aguinaldo)
  • 12 days of vacation after the first year
  • Life Insurance
  • Major Medical Expense Insurance
  • 9% Food Stamps
  • 13% Savings Fund
  • 50% Vacation Bonus

#LI-Hybrid

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a  domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an  address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.

  • Functional Training Specialist II

    hace 2 días

    Guadalajara, Jalisco, México Nielsen A tiempo completo

    Company DescriptionAt Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it's consumed. Together, we are proudly...

  • Training Specialist

    hace 1 semana

    Guadalajara, Jalisco, México Diligent A tiempo completo

    About UsDiligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build...

  • Training Specialist

    hace 1 semana

    Guadalajara, Jalisco, México Diligent Corporation A tiempo completo

    About UsDiligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build...

  • Enterprise Solutions Specialist II

    hace 1 semana

    Guadalajara, Jalisco, México Jabil A tiempo completo

    At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. We are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, manufacturing, and supply chain solutions. With over 50 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise...

  • ServiceNow OCM Specialist

    hace 10 horas

    Guadalajara, Jalisco, México Infosys A tiempo completo

    Job Title: ServiceNow OCM Specialist Experience Level: 3+ years (with at least 2 years in ServiceNow OCM roles) Role Overview:The ServiceNow OCM Specialist will support the successful adoption of ServiceNow solutions by driving change management activities across stakeholders. This role focuses on communication, training, stakeholder engagement, and...

  • Enterprise Solutions Specialist II

    hace 1 semana

    Guadalajara, Jalisco, México Jabil A tiempo completo

    At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. We are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, manufacturing, and supply chain solutions. With over 50 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise...

  • Ground Domestic Specialist II

    hace 1 semana

    Guadalajara, Jalisco, México CMA CGM A tiempo completo

    CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to...

  • Talent Acquisition Specialist II

    hace 11 horas

    Guadalajara, Jalisco, México Plexus A tiempo completo

    Purpose Statement: The Talent Acquisition Specialist will be responsible for partnering with Plexus leadership and HR Business Partners to anticipate and meet the evolving human capital needs of Plexus, and introduce top talent into the Company. The Talent Acquisition Specialist will own the entire recruitment process including sourcing, interviewing,...

  • Product Support Specialist

    hace 1 semana

    Guadalajara, Jalisco, México Insulet Corporation A tiempo completo

    Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.We are...

  • Learning Video Production Specialist

    hace 1 semana

    Guadalajara, Jalisco, México Safeguard Global A tiempo completo

    Title: Learning Video Production SpecialistRole OverviewThe Learning Video Production Specialist is responsible for creating high-quality video content that supports digital learning and corporate training initiatives. This role partners closely with instructional designers and subject matter experts to develop engaging, instructionally sound content aligned...